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Author Archives: Sydney Morgan Diamond
The 12 Days of Superior Telephone Answering Service
I don’t know about you, but I love this time of year – I love singing all the holiday songs as I drive to and from work. I do, and I won’t apologize for this…(heh heh…ahem…) So, on that note …
Categories: Answering Service, Call Center News
Tagged answering service features, call center features
Let’s Hear It for High Maintenance Customers
I love a high maintenance customer. I love high maintenance customers so much that I’m making a new list for Valentine’s Day and am going to send each and every one of them a Be My Valentine greeting card. Okay, …
Categories: Customer Service
Tagged customer service experience, improve customer service, service with a smile
Onboarding Starts With Your Website
Onboarding. Who even created that word? We can’t use “all-aboarding” because, “all-aboard” is what train conductors yell to passengers waiting to, well, board a train. We can’t use “all ye all ye in come free!”, because that is the phrase …
Categories: Human Resources, Management
Tagged be a better manager
Getting Back to Business Basics
A call center CFO’s perspective on getting back to business basics. I don’t know about you, but sometimes I am filled with such angst at the state of “things” around us. So much incompetence, ineptitude, inability, ineffectiveness and ineptness…in almost …
Categories: Business
Tagged secret to success, thrive at work
A New Spin on KPI Measurements
I don’t know about you, but I absolutely love KPI measurements, analysis, integration, interpretations, and implementations. I love data. I love information. I love putting all the pieces of the puzzle together. Most of all, l love usable information. I love …
Categories: Business, Management
Tagged business assessment, improve customer service
